Adrian Sangeorzan

About Adrian Sangeorzan

I’m an operations and service delivery leader with 15+ years of experience stabilizing complex support environments, scaling global teams, and improving performance in high-volume, high-risk organizations.My work is a blend of operations, customer experience, and execution. I have deep experience redesigning fragmented processes, improving SLA and CSAT outcomes, and enabling teams to scale efficiently without unnecessary cost or complexity.Across leadership roles at Meta and Indeed, I have:• Improved SLA compliance from ~30% to 70%+ in a global service environment• Lifted CSAT from ~3.2 to 4.2 across large-scale support operations• Reduced escalations and stabilized backlog performance through operating model and staffing changes• Built and developed leadership structures supporting organizations of 100+ employees• Supported client segments representing more than $500M in influenced revenue through scalable engagement and service executionI’m known for staying calm in complex environments, focusing on the right problems, and building strong, accountable leaders who deliver consistent results. My focus is on operational clarity, scalable service delivery, and leadership structures that enable teams to perform at their best across global environments.

Experience

1. Operations Manager, Leaves and Accommodations

   Meta

   Oct 2024 — Present · NY, US

   Lead global service operations supporting employees, with accountability for service quality, compliance, and operational performance across internal teams, vendors, and offshore partners.• Improved SLA compliance from ~30% to 70%+ and reduced turnaround time ~30% by redesigning fragmented intake and workflow processes into a scalable operating model• Maintained ~4.5/5 CSAT while absorbing ~20% volume growth and operating with reduced staffing• Shifted repeatable casework to offshore delivery while retaining a focused internal escalation team, improving efficiency and responsiveness• Strengthened ADA compliance and governance through standardized intake, QA controls, and cross-functional partnership with Legal, HR Tech, and vendor teams• Implemented reporting and dashboards across Salesforce, Workday, and vendor workflows to enable operational visibility, performance tracking, and scalable execution

Education

• Bentley University - McCallum Graduate School of Business

  Master of Business Administration - MBA

  2019 — 2021

• Universitatea „Petru Maior” din Târgu-Mureș

  Bachelor's degree, Romanian Language and Literature

  2002 — 2006